The Key Smartcard Customer information February 2018 - Southern Railway
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The Key Smartcard Customer information February 2018
The Key Smartcard Customer Information
Benefits of The Key Smartcard:
Easy to use: Buy season tickets for The Key Smartcard in
advance online then touch in at the gate or validator to collect
Save time: No more queues or waiting for tickets to arrive, just
touch in and travel
Increased security: The Key Smartcard is registered in your
name so if it’s lost or stolen the card can be blocked and a
replacement issued free of charge
No deposit: The Key Smartcard is completely free
Where can I use The Key Smartcard?
Season Tickets on The Key Smartcard can be used on most
Your ticket just got smarter of our network providing you start your journey outside the
London Travelcard area. Please see our key network map for
Our smartcard ‘The Key Smartcard’ is now available on a
details.
number of routes across Gatwick Express, Great Northern,
Southern and Thameslink including the London Travelcard area. In addition:
To use The Key Smartcard you will need to: • Single and return tickets are available on the Southern
• Register and buy a ticket online part of the network only
• Receive your Key Smartcard • keyGo can be used on most of our network, on Gatwick
Express, Thameslink, Great Northern and Southern
• To travel, simply tap in and out at either end of your services only
journey – simple!
• The origin of the ticket must always be from outside the
• When your ticket runs out, buy again online or from one of London area as tickets can only be collected from gatelines
our ticket machines outside of London. or validators at stations outside of London
So that your card works as effectively as possible, you
need to ensure that you only tap your key card onto the How can I get a key card?
reader avoiding ‘card-clash’ with Oyster and contactless To get The Key Smartcard you need to register for an online
payment cards. account at greatnorthernrail.com, southernrailway.com or
thameslinkrailway.com. If you are already registered, click on
‘apply for key smartcard’ from the options on the left hand side
and follow the instructionse
The Key Smartcard is free and will be sent to you by post in
3-5 working days. Once you’ve received it, it’s ready to use.
Where to buy a ticket for your
Online Station ticket machine
Key Smartcard
Annual Seasons (including travelcards) 3 ✘
Monthly Seasons (including travelcards) 3 3
Weekly Seasons (including travelcards) 3 3
**keyGo 3 ✘
Single and Return tickets
Available only on Southern/Gatwick Express routes. Anytime/Off-peak single and return tickets can be purchased online or at the station at the self-service ticket
machine. Other single and return ticket types are not currently available
*keyGo works on a continuous authority payment which allows the customer to use their card much like contactless payment or Oyster PAYG.
The Key Smartcard Customer Information
How do I buy a ticket? Using your ticket
You can buy a ticket when you register and your Key Smartcard Touch in at the start of your journey by holding the key
will arrive with the ticket pre-loaded in 3 – 5 working days. After smartcard against the gateline reader to open the gates.
that, tickets can be purchased from our website or from ticket Where there are no gates, hold your card against the
machines outside the London Travelcard area. If you purchase freestanding validator.
online, you will need to allow at least 2 hours between ordering When you finish your journey or if you break your journey
your ticket and collecting it from the gateline or validator at the en route, you should repeat the process by holding your card
station. Above is the list of tickets currently available on The against the gateline reader or freestanding validator.
Key Smartcard by purchase method and route. When changing onto underground and TfL services within a
Collecting your ticket station, please use the platform validators to end your rail
journey with your key and start your Oyster card journey, for
When you purchase your ticket online you will be asked to
example at Farringdon, Old Street and Moorgate. Even if you
nominate a station to collect your ticket from. This will always
have a Travelcard on your key, the validator tap enables us to
need to be a station outside of London (see key network
verify any delays experienced on your journey..
map). You will only be able to collect your ticket from your
nominated station which will default to your origin station Ticket checks
unless you select an alternative.b On-board staff may ask to check your ticket using a handheld
When you arrive at the station you should touch your key card reader. This will check to see that you have a valid ticket loaded
on the gateline reader or the freestanding validator to collect onto your card.
your ticket.. If you hold a season ticket you may also need to produce
photographic identification to prove that the ticket you hold on
your smartcard belongs to you. Suitable forms of identification
include a pink photocard (which can be obtained from ticket
offices), a passport or a driving licence. If you are using your
season ticket on another operator’s services, you will need to
obtain a pink photo card if you don’t already hold one..
The Key Smartcard Customer Information FAQs Which railcards can I use with The Key Smartcard? Is my key transferable to other people? Where applicable, Railcards can be used with eligible tickets No, your key is not transferable and can only be used by the bought for The Key Smartcard. Please ensure you select person whose name is on the card. For your own security, your your railcard type when you buy your key tickets online or key will be retained if someone else other than you is found to at self-service machines. Railcard discounts are not valid on be using it. season tickets. How do I get a replacement key if it is lost or stolen? Can I still get a key if I don’t have access to the website? If your key stops working or it’s lost or stolen, we’ll block it and No, you must sign up for The Key Smartcard online. send a free replacement to your registered address. Log in to Is there a limit on how many tickets I can buy for your account or visit a ticket office to cancel your existing card. The Key Smartcard? We’ll give you up to 3 free replacements over 12 months. Any Yes, The Key Smartcard can hold up to 5 tickets at a time. subsequent replacements will need to be investigated and we However, when buying online only one ticket can be purchased may need to retain your card. per transaction.You can buy additional tickets once you’ve What happens if I leave my key season ticket at home? collected a ticket on to your key at a card reader. If you leave your key card at home and it holds your season When buying from a self-service ticket machine, you can buy ticket, you should buy a day return ticket from the ticket office, multiple tickets (maximum 4) in one transaction. then claim a refund on the day ticket from the ticket office as What is keyGo? soon as possible. This will be free on the first occasion in a keyGo allows you to use your Key Smartcard much like Pay As 12 month period. You Go Oyster. Further information can be found at Are the cheapest fares always available on greatnorthernrail.com/keygo The Key Smartcard? southernrailway.com/keygo Currently not all fares are available on The Key Smartcard. thameslinkrailway.com/keygo There are certain point to point fares, particularly those to or from other operator’s stations which we are not able to sell at this time. Therefore in some cases alternative fares may be available on paper. If you are making an online purchase you should de-select the ‘key smartcard fares’ option to see the full range of fares available. How can I get a refund for a tciket on my Key Smartcard? Visit the refund section of our websites and complete the webform for KeySmartcard refunds. We will contact you within 28 days of receiving your request. For refunds on tickets bought using a self-service ticket machine, please call either Southern Customer Services on 03451 27 29 20 or Thameslink and Great Northern Customer Services on 0345 026 4700. Can I claim compensation for delayed journeys when travelling with The Key Smartcard? If your train journey is delayed by more than 15 minutes or more you can claim compensation under our Delay Repay scheme. with The Key Smartcard you can benefit from Auto Delay Repay. We can in many cases, tell when you may have been delayed and let you know when you’re owed compansation. Note: There is no compensation scheme for delays on bus journeys. For further details please visit: greatnorthernrail.com/delayrepay southernrailway.com/delayrepay thameslinkrailway.com/delayrepay
King’s Lynn
Where can I travel with The Key Smartcard? Watlington
Downham Market
Littleport
This is a general guide to where the Key Smartcard can be used on our network.
To use your Key Smartcard you’ll need to start your journey by collecting or buying Ely
your ticket from stations outside of the London area (stations highlighted yellow).
Waterbeach
For information about KeyGo please refer to the KeyGo map.
Peterborough Cambridge North
Always remember to touch in and out on every journey.
Huntingdon Cambridge
The Key Smartcard is
St. Neots Foxton
valid on these routes Milton Keynes Central Bedford
Shepreth
The Key Smartcard is Sandy
Meldreth
not valid on these routes Flitwick
Bletchley Biggleswade Royston
Harlington Ashwell & Morden
Collect and Single destination Use travelcard
buy Key Smartcard on the Key Arlesey Baldock
tickets available Leighton Buzzard
products Smartcard Leagrave Letchworth Garden City
Hitchin
✘ ✓ ✓ Tring
Luton Luton
Airport
Stevenage
Watton-at-Stone
Luton Airport Parkway Knebworth
Hertford North
Welwyn North
✓ ✓ ✓ Berkhamsted Harpenden Welwyn Garden City
Bayford
Hatfield Cuffley
St. Albans City
✘ ✘ ✓ Hemel Hempstead
Welham Green Crews Hill
Radlett Brookmans Park Gordon Hill
Potters Bar Enfield Chase
✘ ✘ ✘ Watford Junction Elstree & Borehamwood Hadley Wood Grange Park
New Barnet
Mill Hill Broadway Winchmore Hill
Oakleigh Park
Other train operators may provide additional services along some of our routes. Palmers Green
Harrow & Wealdstone Hendon New Southgate
Bowes Park
Cricklewood Alexandra Palace
Travelcards on the Key Smartcard can be used on services of any operator within
the Travelcard area. For journeys that occur entirely within the yellow Hornsey
Wembley Central West Hampstead
shaded area, use contactless or Oyster for Pay As You Go travel. Thameslink Harringay
Finsbury Park
Kentish Town Drayton Park Travelcards on The Key
Highbury & Islington Smartcard can be used on
London London Essex Road
Shepherd’s Bush
services in the shaded area.
St. Pancras International King’s Cross Old Street
Farringdon Moorgate For journeys that begin & end
within the yellow shaded area,
City Thameslink use contactless or Oyster for
London Blackfriars Pay As You Go travel.
Kensington (Olympia)
RIVER THAMES
London Bridge
London Victoria South
West Brompton Bermondsey Deptford Greenwich
Elephant & Castle Maze Hill
Westcombe Park
Queens Road
Peckham Charlton
New Cross Gate
Imperial Wharf
Battersea Park Peckham Woolwich Arsenal
Denmark Hill Rye Plumstead
Crofton Park
RIVER THAMES Nunhead Abbey Wood
Loughborough Junction
Brockley
Catford Slade Green
East Dulwich
Herne Hill
North Dulwich Honor Oak Park
Bellingham Dartford
Clapham Forest Hill Stone Crossing
Junction Tulse Hill
Wandsworth Beckenham Hill
Common Sydenham Greenhithe for Bluewater
Streatham West
Balham Hill Norwood Swanscombe
Ravensbourne
Gipsy Hill
Streatham Northfleet
Crystal
Palace
Penge West Gravesend
Shortlands
Haydons Road Tooting Streatham Common Anerley
Bromley South Higham
Wimbledon Beckenham
Norbury Junction
Birkbeck Bickley Strood
Thornton Heath
Mitcham Eastfields Selhurst St. Mary Cray Rochester
Wimbledon Chase
Mitcham Junction Norwood Junction Petts Wood Swanley
South Merton Chatham
Hackbridge
Morden South Orpington Eynsford Gillingham
Carshalton East Croydon
Wallington Waddon West Croydon
St. Helier South Croydon Shoreham Rainham
Sutton Common Carshalton Beeches Sanderstead Riddlesdown
Otford
West Sutton
Sutton Purley Oaks Upper Warlingham
Belmont Purley Woldingham Bat & Ball
Coulsdon
Cheam Woodmansterne Town Reedham Kenley Whyteleafe
Banstead Oxted Sevenoaks
Ewell East Whyteleafe
Chipstead Coulsdon South South Ashford
Epsom Downs Hurst Green
Epsom Kingswood Merstham International
Caterham
Ashtead Tadworth Redhill
Edenbridge Leigh Ham Street
Leatherhead Tattenham
London Road Corner Reigate Earlswood Nutfield Godstone Edenbridge Penshurst Tonbridge Appledore
Southampton Central
Guildford (Guildford) Horsley Bookham Town
St. Denys* Salfords Rye
Clandon Effingham Horley Lingfield Hever
Southampton Airport Parkway Box Hill & Westhumble
Junction Winchelsea
rne Gatwick Airport Dormans Cowden
itte Eastleigh Dorking
*B on Dorking† Doleham*
t Three Bridges East Grinstead Ashurst
Wools Deepdene
* ng Holmwood Three Oaks
o li Eridge
*Sh etle
y
m r Ockley Crawley
*N mble eha ste Balcombe Ore
a
*H sledo k
n Far rtche Crowborough
ur ic Po sham Warnham Littlehaven Ifield Haywards Heath Hastings
*B wanw Co Buxted
S Wivelsfield St. Leonards Warrior Square
Hilsea Faygate
n Christ’s Hospital Uckfield Bexhill
Fratton pto t Horsham Burgess Hill Plumpton
Portsmouth ham avan on Billingshurst Collington
& Southsea Bed H ngt h Pulborough
rbli ort e Hassocks Cooksbridge Cooden Beach
Portsmouth W Emsw ourn e
a Amberley Normans Bay
thb urn Preston Park
Harbour Sou utbo sham e Arundel
Moulsecoomb Glynde Berwick Polegate Pevensey Bay
N Bo ourn
b ter Pevensey & Westham
Fish iches Sea ing ing Sea k te e n
Ch ham For
d
ering y- Sea
n-
g
rth orthin orth
ing
c - wic sga rtslad ringto Ho
ve London Falmer Lewes
Bar
n
gm g-b n-o Wo Lan m-by South isher Po Road Hampden Park
An rin gto West W ast W a F Ald Brighton (Brighton)
Go rrin E reh Southease
Du Sho Eastbourne
Bognor Regis Littlehampton Newhaven Town
Newhaven Harbour
Bishopstone
SeafordKing’s Lynn
Where can I travel with keyGo? Watlington
Downham Market
Littleport
This is a general guide to where the keyGo can be used on our network.
After registering for keyGo you must make your first journey from a station Ely
outside of the London travel area (stations with a yellow dot).
Always remember to touch in and out on every journey. Waterbeach
Where your journeys occur within the yellow London travel area, we will Price Match Peterborough Cambridge North
with the equivalent Oyster zone day fare or Travelcard price.
Huntingdon Cambridge
keyGo is valid on
these routes St. Neots Foxton
Milton Keynes Central Bedford
Shepreth
Collect keyGo by making Sandy
Meldreth
your first journey Flitwick
Bletchley Biggleswade Royston
keyGo is not valid Ashwell & Morden
on these routes Harlington
Arlesey Baldock
Leighton Buzzard Leagrave
London travel Letchworth Garden City
Hitchin
area
Luton Luton Stevenage
Metrobus and Tring Airport Watton-at-Stone
Luton Airport Parkway Knebworth
Brighton & Hove buses
Hertford North
Welwyn North
Other train operators may provide additional services along some of our routes. Bayford
Berkhamsted Harpenden Welwyn Garden City
Hatfield Cuffley
.
keyGo is valid for use on: St Albans City
Welham Green Crews Hill
• Gatwick Express Hemel Hempstead
Radlett Brookmans Park Gordon Hill
• Great Northern
• Southern and Potters Bar Enfield Chase
• Thameslink services Watford Junction Elstree & Borehamwood Hadley Wood Grange Park
• Great Western between: New Barnet
Mill Hill Broadway Winchmore Hill
- Redhill and Dorking Deepdene
- Warblington and Brighton Oakleigh Park
Harrow & Wealdstone Palmers Green
• Metrobus and Brighton & Hove buses Hendon New Southgate
Bowes Park
It is not valid on Transport for London or other train operator’s services.
Cricklewood Alexandra Palace
Hornsey
Wembley Central West Hampstead
Harringay
London travel
Thameslink
Finsbury Park
area
Kentish Town Drayton Park
Highbury & Islington
London London Essex Road
Shepherd’s Bush St. Pancras International King’s Cross Old Street
Farringdon Moorgate
City Thameslink
London Blackfriars
Kensington (Olympia)
RIVER THAMES
London Bridge
London Victoria South
West Brompton Bermondsey Deptford
Greenwich
Elephant & Castle
Maze Hill
Queens Road Westcombe Park
Peckham New Cross Gate
Imperial Wharf Charlton
Battersea Park Peckham
Denmark Hill Rye Woolwich Arsenal
Crofton Park
RIVER THAMES Nunhead Plumstead
Loughborough Junction
Brockley
Catford
East Dulwich Abbey Wood
Herne Hill
North Dulwich Honor Oak Park Slade Green
Bellingham
Dartford
Clapham Forest Hill
Junction Tulse Hill Stone Crossing
Wandsworth Beckenham Hill
Common Sydenham
Streatham West Greenhithe for Bluewater
Balham Hill Norwood
Ravensbourne Swanscombe
Gipsy Hill
Streatham
Crystal
Palace Northfleet
Penge West
Shortlands Gravesend
Haydons Road Tooting Streatham Common Anerley
Wimbledon Beckenham Bromley South
Norbury Junction Higham
Birkbeck Bickley
Thornton Heath
Mitcham Eastfields Selhurst St. Mary Cray Strood
Wimbledon Chase
Mitcham Junction Norwood Junction Petts Wood Swanley Rochester
South Merton
Hackbridge Chatham
Morden South Orpington Eynsford
Carshalton East Croydon
Wallington Waddon West Croydon Gillingham
St. Helier South Croydon Shoreham
Sutton Common Carshalton Beeches Sanderstead Riddlesdown Rainham
Otford
West Sutton
Sutton Purley Oaks Upper Warlingham
Belmont Purley Woldingham Bat & Ball
Coulsdon
Cheam Woodmansterne Town Reedham Kenley Whyteleafe
Banstead Oxted Sevenoaks
Ewell East Whyteleafe
Chipstead Coulsdon South South Ashford
Epsom Downs Hurst Green
Epsom Kingswood Merstham International
Caterham
Ashtead Tadworth Redhill
Edenbridge Leigh Ham Street
Leatherhead Tattenham Reigate
London Road Corner Earlswood Nutfield Godstone Edenbridge Penshurst Tonbridge Appledore
Southampton Central
Guildford (Guildford) Horsley Bookham Town
St. Denys* Salfords Rye
Clandon Effingham Horley Lingfield Hever
Southampton Airport Parkway Box Hill & Westhumble
Junction Winchelsea
rne Gatwick Airport Dormans Cowden
itte Eastleigh Dorking
*B on Dorking† Doleham*
t Three Bridges East Grinstead
Wools Deepdene Ashurst
* ng Holmwood Three Oaks
o li Eridge
*Sh etle
y
m r Ockley Crawley
*N mble eha ste Balcombe Ore
a
*H sledo k
n Far rtche Crowborough
ur ic Po sham Warnham Littlehaven Ifield Haywards Heath Hastings
*B wanw Co Buxted
S Wivelsfield St. Leonards Warrior Square
Hilsea Faygate
n Christ’s Hospital Uckfield Bexhill
Fratton pto t Horsham Burgess Hill Plumpton
Portsmouth ham avan on Billingshurst Collington
& Southsea Bed H ngt orth Pulborough
rbli e Hassocks Cooksbridge Cooden Beach
Portsmouth W Emsw ourn e
a Amberley Normans Bay
Harbour thb urn Preston Park
Sou utbo sham e Arundel
Moulsecoomb Glynde Berwick Polegate Pevensey Bay
N Bo ourn
b ter Pevensey & Westham
Fish iches Sea ing ing Sea k te lade ton
nha
m
For
d ring y- Sea
n-
g
rth orthin orth ing
c - wic sga Ho
ve London Falmer Lewes
Ch
Bar gm
e
g-b n-o Wo Lan m-by South isher Port
s ring Road Hampden Park
An rin gto West W ast W a F Ald Brighton (Brighton)
Go rrin E reh Southease
Du Sho
Bognor Regis Littlehampton Newhaven Town Eastbourne
Newhaven Harbour
Bishopstone
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